At a Glance
- Tasks: Empower customers to maximise their Slack experience and drive business success.
- Company: Join Slack, a dynamic tech company focused on making work life better.
- Benefits: Inclusive culture, career growth, and the chance to make a real impact.
- Other info: Diverse workplace committed to inclusion and personal development.
- Why this job: Be a key player in transforming how businesses communicate and collaborate.
- Qualifications: Experience in customer success or account management, with strong leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
Description
Slack (Salesforce Company) is on a mission to make your working life simpler, more pleasant and more productive.
Culture is the North Star that guides how we work together and with our customers.
Are you looking to build something greater than yourself?
Do you want to work alongside some of the most dynamic people in the industry?
If so, Slack just might be the place for you.
Slack has a positive, diverse, and encouraging culture—we look for people who are curious, innovative, and work to be a little better every single day.
In our work together we aim to be smart, humble, hardworking and, above all, collaborative.
- What We Do
- Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and continuously gain business value from our products and services.
- We serve as the trusted point of contact for Slack’s strategic key customers across the customer lifecycle.
Part coach, project manager, consultant and product specialist, our Slack Success Managers work closely with customers to discover their business needs and challenges and then mentor them on the best ways to use Slack to tackle them.
- What you will be doing
- Empathize with every aspect of the customer experience, putting customers’ needs first.
- Throughout the customer lifecycle, you will be responsible for accelerating adoption, maturity and growth across Slack’s largest customers whilst ensuring each customer realises business value.
- You will work closely with our enterprise customers to understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers.
- You will understand how they work, their business challenges and mentor customers on how to use Slack to communicate, collaborate and work more productively.
- Optimally prioritise your portfolio to deliver business outcomes, with an emphasis on both driving growth as well as securing retention.
- You will lead a cross‑functional partnership across your named customer(s) and Slack and identify new ways our platform can differentiate them in the market.
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
- You will craft joint customer success plans that include agreed upon scope, goals, timelines, customers, success metrics and build plans to overcome barriers to customer advocacy, expansion and/or retention.
- Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques.
- Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we share back value realised, celebrate shared successes, and course correct where vital.
- Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)
- What you should have
- You are passionate about the future of work, and positively impacting the working lives of people in large organizations
- This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.
- You are an excellent teammate who has a consistent record of excelling in fast-paced environments and taking initiative!
- Relevant work experience in customer-facing customer success, account management or strategic consulting roles. Saa S experience preferred.
- Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a sophisticated organization
- You have a passion for building trust and communicating with a broad range of partners: C‑Suite, senior executives, business owners, Slack administrators, developers, and day‑to‑day users of the software
- Ability to cultivate and own VP+ executive sponsor relationships
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Experience in an enterprise solution sales environment and ability to partner with Account Executives in their development and closure of sales opportunities is preferred
- About Slack
Slack is a layer of the business technology stack that brings together people, data, and applications – a single place where people can effectively work together, find important information, and access hundreds of thousands of critical applications and services to do their best work.
From global Fortune 100 companies to corner markets, businesses and teams of all kinds use Slack to bring the right people together with all the right information.
For more information on how Slack makes teams better connected, visit slack. com.
Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values.
We welcome people of different backgrounds, experiences, abilities and perspectives.
We are an equal opportunity employer and a cheerful and supportive place to work.
Come do the best work of your life here at Slack.
We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme.
We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.
Applicants are welcome to opt‑in to the interview scheme as part of the application process.
If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.
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StudySmarter Expert Advice🤫
We think this is how you could land Principal Success Manager_CSG-1
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at B Capital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like B Capital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Success Manager_CSG-1
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to B Capital:Your cover letter is your chance to shine! Tell us why you want to work at B Capital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at B Capital!
How to prepare for a job interview at B Capital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
